Client Service Agent

Sanlam Limited; Midrand; On-site; ZAR 180,000 - 240,000; Full time

Job summary

MiWay, a direct financial services company, is seeking a customer service representative to respond promptly to inbound client queries via phone, chat, WhatsApp or email, while delivering high-quality service in line with MiWay’s values.

You will handle escalations, contribute to service improvements with client feedback, and stay updated on new technologies to elevate the client experience. Excellent communication and adaptability are essential.

Qualifications

• Minimum 12 months Call Centre and administrative experience.
• Minimum 12 months in the STI environment and client services experience.

Responsibilities

• Respond promptly and professionally to inbound client queries via phone, chat, WhatsApp, or email.
• Maintain high-quality service delivery in line with MiWay’s values and industry standards.
• Manage customer interactions efficiently and courteously, providing clear and helpful responses.
• Handle escalations appropriately, ensuring clients feel supported until resolution.
• Contribute to ongoing service improvement by providing client feedback and insights.
• Stay updated on new technologies and service methods to elevate the client experience.

Skills

Customer Service

Team Support

Administration

Job description

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MiWay is a direct financial services company. We are passionate about service excellence, convenience and offering our clients superior value products. Our Vision is to be a world-class direct financial services business that offers a complete array of services under one convenient umbrella – all managed online. We are positive that with the right people on board, we will continue to grow and give our clients the freedom to do things their way – free from worry and most importantly at peace with all the “what-ifs” of the world. Company values that every employee subscribes to are: Energy, Freedom, Accountability and Attitude. The ideal candidate is one who has the courage to be bold and subscribes to MiWay’s core values! Do you have a positive attitude, love a challenge, treat your colleagues with respect and look for solutions, not problems? If yes, then MiWay is the place for you!

What will you do?

• Respond promptly and professionally to inbound client queries via phone, chat, WhatsApp, or email.
• Maintain high-quality service delivery in line with MiWay’s values and industry standards.
• Manage customer interactions efficiently and courteously, providing clear and helpful responses.
• Handle escalations appropriately, ensuring clients feel supported until resolution.
• Contribute to ongoing service improvement by providing client feedback and insights.
• Stay updated on new technologies and service methods to elevate the client experience.

What will make you successful in this role?

• Minimum 12 months Call Centre and administrative experience
• Minimum 12 months in the STI environment and client services experience

Deliverables include, but will not be limited to

• Compliance with the Quality Assurance requirements
• Meet the monthly target on productivity measures.
• Upselling and meet the required Net Premium target.
• Excellent collaboration with other subdepartments to promote client retention.
• Good knowledge of the Miway Products
• Great performance track record on your measures
• Great customer experience and customer journey
• Efficient in handling chat and calls hybrid system
• Meet the Monthly VAPS and Irefer targets.

• Excellent Verbal and communication skills
• Quality orientated and organized.
• Self-disciplined and Self-motivated
• Analytical and desire to excel.
• Active listening skills
• Problem-solving skills and solution-oriented
• Excellent administrative skills
• Good communication skills (verbal &written)
• Able to work flexible hours.
• Customer focused.
• Results and Target driven.
• Teamwork and Professionalism
• Flexibility
• Ability to multi-task and cope with pressure
• Excellent attendance record
• Computer literacy

Knowledge and Skills

Customer Service

Team Support

Administration

Quality, compliance and accreditation

Personal Attributes

Communicates effectively - Contributing dependently

Decision quality - Contributing dependently

Action orientated - Contributing dependently

Optimises work processes - Contributing dependently

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth.Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Core Competencies

Cultivates innovation - Contributing dependently

Customer focus - Contributing dependently

Collaborates - Contributing dependently

Being resilient - Contributing dependently

Drives results - Contributing dependently

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers. Deadline to apply: 16 September 2025.

Our commitment to transformation

At MiWay we believe in cultivating a positive and dynamic working environment that gives you freedom and opportunity to succeed. MiWay is committed to transformation and embracing diversity. This is what drives us to achieve a multicultural workplace with employment equity as a key goal to create an inclusive workforce, reflective of the demographics of our society.